Wazamba Casino - Povlačenje igrača je odloženo zbog KYC-a.

Hello, I'm having a problem with Wazamba Casino. I can log in, but I can't withdraw any money. They asked me to complete the KYC process, but even after waiting for quite some time, the situation hasn't changed. I'd like to ask if, with your help, it would be possible to withdraw my money from this casino. Thank you.

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Dear RanaTonante,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Have you received any confirmation regarding successful verification?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

HI,

• Yes, I have already withdrawn before
• The document verification, as shown in the photo I sent you, appears to be accepted but not completed. I've asked them via chat and they can't help me.
• The weekly funid/playid bonus was active

Thanks for your help

Ciao,

• Sì, ho già prelevato in precedenza
• La verifica del documento, come visibile nella foto che vi ho mandato, risulta accettata, ma non completata. Chiedendo alla loro chat non mi sanno aiutare.
• Era attivo il bonus settimanale di funid/playid

Grazie per l'aiuto

Thank you for your reply, RanaTonante. I have a few more questions to get the full picture.

• Which documents have you already submitted, and when did you upload the most recent one?
• Has the casino indicated any issues with approving any specific documents?
• When was the last time you tried to contact the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Thank you very much.

HI,

• I sent my ID card and proof of residence approximately a month ago.
• The casino didn't report anything to me.
• The last time I contacted them was probably about 2-3 weeks ago, and they said they'd contact me via email if needed. I never received anything. Furthermore, all communications I've had with them have been via live chat on their website, so I can't provide you with the screenshots you requested.

Thanks again for your help.

Ciao,

• Ho inviato la carta d'identità e la prova di residenza, indicativamente un mese fa.
• Il casinò non mi ha segnalato nulla.
• L'ultima volta che li ho contattati sarà stato circa 2-3 settimane fa, dicendomi che mi avrebbero contattato via mail se ci fosse stato bisogno. Non mi è mai arrivato niente. Inoltre le comunicazioni che ho avuto con loro sono state via live chat nel loro sito, quindi non mi è possibile fornirti gli screenshot richiesti.

Grazie ancora per l'aiuto.

Dear RanaTonante,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear RanaTonante,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wazamba Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.